Unethical Sales Reps and Apathetic Customer Service Staff

On February 9th I went to my local Best Buy store looking to purchase a netbook. I needed a netbook so I could study for the CPA exam using Becker's online study coursel using a web browser.

After looking at some netbooks, I decided I wanted to purchse the ASUS Vivobook E12 which was on sale for $150. When I asked a sales rep that I wanted to purchase the Asus netbook, keep in mind that she is a Chromebook representive, she seemed surprised and ask why I wanted to purchase the netbook. I told her that I needed it so I could study and only really needed access to Chrome or any other web browser. She told me that they had alot of complaints and returns with this netbook because it was really slow. Additionally, she said that is the reason why it was discounted $50 dollars (marked down to $150 from $200). She then recommended the Samsung Chromebook 3 which was $200(marked down from $230) and then told me she could get me an open box model so it would be cheaper.

So she grabbed the open box unit and gave it to someone else to ring it up for me. Neither the Chromebook rep or the sales rep that rang me up told me about the condition of the open box item. I was not explained that there were different kinds of open box item categories. I recieved an item that had minor scratches on it. If I had known that, then I would of not bought the item and instead purchased the brand new Asus netbook.

When I got home I looked online on the Best Buy website for reviews about the Asus Vivobook, it had positive reviews and there werent any mentions about returns and the netbook being really slow. At this point, I was mad due to the fact that the Chromebook rep lied to me in order to sell one of her products. I used to work in retail and I've always had integrity and never flat out lied to customers in order to get sales, this is borderline fraudulent.

This morning, February 10th, I decided I wanted to return the Chromebook at the store and get the ASUS Vivobook instead. So when I looked up the Vivobook on the Best Buy website this morning, I was suprised to see that it was now $160 instead of the $150 the night before. If the Asus netbook was such a horrible netbook, then why did Best Buy reduce it's discount on it? I decided to return the Chromebook anyways because I was unhappy of the entire situation.

I explained to the customer service rep my suitation about the being lied to by the Chromebook rep and not being explained about the status of the open box item. She did not once show any empahthy of my current situation or acknowleged the isues I experienced. As she was processing the return, I told her of my intention of still wanting to purchase the Vivobook if they could match the price from the day before($10 difference) and she promptly said no and continued process the return. This is disappointing because I expected better customer service from Best Buy. I would have even appreciated the gesture of her calling over her manager and asking if anything could be done. She did not even have the courtesy to do that. I used to work a bank, and we were coached that it takes two people to say no, and also coached to give the customer options of what could be done for them instead of just flat out saying no. Looks like Best Buy needs to further train their customer service staff.

I find it disappointing that Best Buy would rather lose a loyal customer due to their unethical and apathetic staff than acknowledge their mistake and remediate the sitation, I expected better. Next time I think I'll order from Amazon, they have the best customer service in my opinion.

Re: Unethical Sales Reps and Apathetic Customer Service Staff

Welcome to the Best Buy Community forums. Thanks very much for taking he time to reach out and share this.

I apologize for the poor experience you had with your recent purchase. We always want to be up front about the condition of an open box item, and we want to be brand agnostic.

Under our Price Match Guarantee, we are not able to match previous pricing on products, however. Because of that, we would not be able to offer you that Vivobook at last week’s price.

That said, I’d like to look into this for you, at the very least to document your concerns. Please send me a private message, by using the link in my signature below this post. I’ll need your name, email address, phone number, and the customer service PIN from the bottom of your receipt.

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate Give Kudos if you like this post or Accept as Solution if it answers your query!

Re: Unethical Sales Reps and Apathetic Customer Service Staff

I hope that you’ll change your mind on this and reach out to me with those details. In addition to documenting your experience, I can also review this to see if we have any options to help you out. I cannot make any promises about any specific resolution without first reviewing your purchase.

I completely understand if you choose not to reach out, but my inbox is open should you decide to send that message in for me.

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate Give Kudos if you like this post or Accept as Solution if it answers your query!